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F.A.Q.

1) Which types of delivery are available?

The products are delivered exclusively through courier.

 

2) Is an order from an extra-EU country subject to the payment of customs duties?

Yes, the orders placed from extra-EU countries are subject to the payment of customs duties.

 

3) How do I know if my order has been shipped?

Within 48 hours from receiving a purchase confirmation you will receive a confirmation of shipment

 

4) Is it possible to track my order after shipping?

Currently this option is not available but we are doing our best to make this possible in the near future.

 

5) What should I do if I don’t receive the package by the expected delivery date?

If you don’t receive your order within 48 hours from receiving the email with the tracking number, please contact our Customer Service.

 

6) Can I receive the package at a different address other than my home address, for example my office?

Yes, just indicate where you want to receive the goods in the specific ‘’SHIPPING ADDRESS’’ form.

 

7) Can I refuse my package?

Yes, anytime. If the package has been pre-paid, you will be reimbursed the cost incurred as soon as the package will be returned to us. Please notify our Customer Service.

 

8) What happens in case the courier loses my package?

In case your order is lost by the courier, just contact our Customer Service to be assisted on this matter.

 

9) What happens if the package is damaged upon delivery?

In case the package being delivered is not intact (meaning it is damaged, altered or open), please notify the courier who is delivering the package and sign the delivery note, adding ‘’with reservation’’. In case this situation occurs, please notify the event via fax or email at the courier’s local office, forwarding the email for our knowledge, to our Customer Service.

 

10) What should I do if I receive a wrong product?

If you receive a product other than the one purchased in the order form, we will replace the wrong product with the correct one. Simply contact and notify us within 30 days from the date of the order.

 

11) What should I do if I receive a faulty product, how can I solve the issue?

LB9 Brand replaces faulty products free of charge for all customers: in this case, fill out the return form available in your user account.

 

12) What should I do if a product is missing in my order?

In case the shipping is incomplete, please contact and notify our Customer Service.